When organisations deliver multichannel communications they are moving into a complex and bewildering world of ‘communications’ with the customer?
How do organisations decide what to send by email, print and mail?
How do you understand what your customers preferences are?
And, how do you integrate paper and digital so they work effectively?
How do you make sure that the document flow is secure and document storage available so the employee and the customer has a record of the document in both the paper and a digital format?
Business documents need to be accurate, timely and easy to digest, get it wrong and the invoice isn’t paid or the document is not responded to.
Get this wrong and you have an unhappy customer and a miserable workforce.
Communications is about making the working environment positive for its employees and this is then reflected forward to the customer.
Customers and employees want to be able to engage on the channels they prefer – SMS, mobile/smartphone, call centres, post, email and web.
Keeping this audience informed and happy is a tough ask for any business.
Factor in different work locations, UK and abroad and the language barrier, suddenly communication is a real business challenge.
Switching off offline communications and putting in place solely online is a surefire way of alienating much of your workforce and your customer base.
With employees and consumers often more comfortable on mobile devices it is important to be able to deliver both a paper and digital version of the same document.
65% of customers who prefer paper bills and statements would consider defecting to a competitor or would leave straightaway if a company removes that choice. 29% of customers who prefer to receive information electronically would consider moving if the option to receive paper statements was removed.
If data can be supplied for printing, that very same data can be also used to generate the digital version of the exact same document.
How does multichannel add value to your business?
New technology allows companies to deliver transactional documents both on and offline to meet different customer preferences – all from one data file.
- Greater flexibility in page formats accommodates the needs of the audience – quick and easy to read or detailed and long depending on whether it is a financial portfolio or a statement
- High quality colour printing means shorter runs can be personalised, targeted and relevant for the audience and in combination with online communications makes it cost effective and easier to manage
- Transpromo messages can be embedded into online and offline communications promoting offers, discounts, services and reminders for customers
In a digital world your employees and customers want to access information, marketing messages, promotions, employee communications anytime, anywhere and on multiple devices.
MultiChannel delivers choice for your employees and customers allowing them to choose whether they want to be communicated to via paper or online making it critical to online business success
See how it works in the video below.